In this era of digital world, social media is considered as a vital marketing tool to effectively reach the target audience. Social media is more than posting personal status and photos these days even ingenious us of social media for customer services can take your small business to the next level.
Since social media is a two-way conversation, more and more business owners and brands are using social media to grow their businesses by increasing brand awareness, advertising their products & services and most importantly by listening to their valuable customers in order to resolve their issues and queries in real time.
However, there are several key elements of using social media for better customer services that every business or brand should follow to get better outcomes. Some of them are listed below here, have a look:
Pick the Best Social Media Platforms
Getting an advice from someone else regarding the best social media platforms for your business or company can leave you with stroppy experience. A well performing social media platform for another business could be totally impractical for yours.
The best social media site for your business is where most of your customers are. In order to get an idea about which social media site or platform your customers are using, you can start a one-question customer survey via Google forms to get yourself pointed to the right and fertile direction. After getting the results, create business profiles on social media platforms your customers are using.
Respond to Customer Inquiries ASAP
Keep an eagle’s eye on your social media profiles and refresh them often. On social media, customers expect their queries responded within 60 minutes or less, you should check your profiles often for new customer queries, inquiries or direct messages sent. Be quick to respond their questions and queries to make them feel valuable. However, hours of availability should be mentioned on all your social media profiles in order to not frustrate your customers if they reach you out outside the business hours.
Resolving customer issues and problems upon their complaints is one thing and finding & resolving customer issues before they complaint, shows great level of customer services. Being proactive on social media helps you to find out the issues and problems customers are facing while using your products or services. After that, you can get things right as soon as possible to provide them with best experience. Proactivity on social media also shows that you are among your customers to understand their needs and for the things you really care about.
Giver Social Media Customer Services a Personal Touch
No doubt customers expect quick reply on social media, but they also don’t want to be responded with a Chatbot-generated answer which is thoughtless too. So, try to interact with your customers by calling their names and let them know with whom talking they are. Make sure your response is matching to the tone of an individual reaching you out for inquiries or solutions.
Surprise and Delight Often
Believe or not, having an act of kindness for some of your customers can help you go viral on social media. Lego is the best example of this, for what they for a little kid who lost his toy. Here I am not talking about giving free stuff to anyone but you can surprise some of your customers by going beyond the good customer services and providing them with something pleasing and delighting. By doing so, you can grab the attention of social media users that you want drawn to your company or brand.
Regularly Update your profiles with Problem solving and Interesting Content
Updating your social media profiles with valuable content is one of the key elements of social media customer services to provide them with
Know when to Ignore Someone or Delete a Post
You will find both happy and unhappy customers on your social media profiles and you should know when to ignore someone and which post or comment should be deleted. Always welcome and appreciate customer feedback and be sure to remove the posts or comments that are aggressive to other customers, use vulgar language, or are biased for your brand or customers. A lot of people are out there on social media who spread lack of enthusiasm for the sake of their own enjoyment and such people should be avoided on social media business profiles at any cost.